Manager – Partner Support Services

Salary Range: 110000 to 125000 (Currency: USD) (Pay period: per-year-salary)

What you’ll do:

• Create a transparent, cohesive and collaborative team environment with a culture of open communication and feedback.
• Work with the Operations Leadership team in analyzing, planning, organizing and coordinating data and functions related to supporting the business, identifying and taking action to mitigate areas of weakness and risk.
• Maintain an understanding of the business’ overall Operational workflows and general procedures in order to support discussion, roadblock mitigation and improvement strategies.
• Manage the day-to-day activities of the Support team, including availability & scheduling across various timezones & communication mediums, maintaining inbound calling queues & routing, monitoring Case quality, and adherence to established processes/practices and SLAs.
• Work with the Support team as a whole and each individual to clearly define goals, metrics, and effective mitigation strategies for challenges experienced, providing coaching, guidance and motivation to achieve effective outcomes.
• Monitor team performance, track and report on progress related to metrics and goals, using data-driven decisions to devise and implement solutions that achieve high-quality, timely and quantifiable results.
• Organize and measure data relevant to Support case flow and SLAs for the purpose of executive reporting, identifying both notable and situational trends, as well as areas that warrant business decisions and potential change.
• Design and implement support processes that enhance efficiency and efficacy within the team; coordinate cross-departmentally to achieve optimal workflows and resolve problems, developing and evolving processes that improve effectiveness/efficiency as well as drive improvement initiatives forward.
• Serve as a point of escalation to the Support Specialist team, stepping in as needed to assist in resolving challenging situations and helping to remove roadblocks to success. Support the team in identifying, troubleshooting and escalating technical issues affecting Client program health to the appropriate owners for follow-through/resolution.
• Maintain lines of communication with both internal and external Partners to ensure adherence to protocols and a satisfactory support experience.
• Evaluate members of the Support team on an ongoing basis to provide coaching and direction as necessary to meet job requirements and expectations, actively listen to feedback, and resolve any issues or conflicts while also recognizing achievements.
• Manage staffing requirements inclusive of maintaining job descriptions, hiring needs, and promotions against budget expectations.

Qualifications we’re looking for:

• Automotive industry and/or in-Dealership experience required
• 5+ years experience working in Client Services/Support
• 5+ years of proven work experience in a leadership or supervisory role managing 8+ people
• Post-secondary education or equivalent work experience in Business Administration, Information technology, or computer science is preferred, but not required
• Ability to manage interdepartmental dependencies with shared resources and competing pressures on time and priority
• Ability to work well with technical and non-technical team members at various levels, ranging from support to development
• Excellent attention to detail, organization, time management, problem-solving, and critical thinking skills
• Excellent verbal and written communication skills
• Self-starter who takes initiative and works well both independently and as part of a team, strong leadership and decision-making skills
• Prior experience in Account Management, Implementations, and/or Program Management is considered an asset
• Familiarity with Jira, Salesforce, RingCentral, and Postmanis considered an asset
• Willingness to travel up to 10% is considered an asset but not required